Facebook's Handover Protocol API enables tools like Paloma to hand over control of conversations between Paloma and other platforms.
Handover Protocol is a great way to make sure:
Automated messages stay out of your support team's way, so they can focus on customers who need support
Customers who had been in automated conversations are able to request support, and those can be surfaced for the team to respond to
By default, Paloma is setup to support Handover Protocol for teams who use Facebook's Native Page Inbox.
If you are using a different support platform and would like to learn about setting it up with Handover Protocol, reach out to our team support@getpaloma.com
Setup your page's Handover Protocol
Navigate to your brand's Facebook Page > Settings
Select Advanced Messaging from the left hand navigation
Under the Handover Protocol section, next to Messenger Receiver select Configure
Next to Primary receiver set the dropdown menu to Paloma
Next to Secondary receiver set the dropdown menu to Page Inbox
If you are also connected to Instagram DMs, repeat steps 3–5 for Instagram Receiver
